Sandrena

Call Center Operations Manager – Short-Term Rental / Airbnb Industry

Oversee daily call center operations supporting short-term rental reservations, property coordination, and issue resolution to ensure efficiency and SLA attainment.

Lead, coach, and develop a leadership structure of middle managers and floor support teams overseeing 200 employees, ensuring consistent performance and high-quality service delivery.

Improve guest and host experience by ensuring timely support for booking inquiries, property access, payment concerns, and stay-related issues.

Coordinate with property owners/hosts to resolve escalated matters, align expectations, and maintain strong service partnerships.

Monitor guest and host feedback to identify trends and implement service enhancements that strengthen satisfaction and loyalty.

Monitor call volume, queues, and agent adherence; adjust resources in real time based on booking surges, seasonal demand, and property-related escalations.

Implement workforce management strategies—including scheduling, forecasting, and attendance control—aligned with fluctuating short-term rental occupancy trends.

Drive customer satisfaction by improving First Contact Resolution (FCR), CSAT, and overall service delivery for renters and property owners.

Analyze operational data, booking patterns, and property-related support issues to guide decision-making and continuous performance improvements.

Collaborate with QA, Training, Property Management, and IT teams to optimize processes, systems, and agent performance.

Ensure compliance with company policies, client standards, and short-term rental industry regulations.

Manage escalations professionally, including booking conflicts, property access issues, and operational breakdowns; implement preventative solutions to reduce recurrence.

Support budgeting, resource planning, and cost management for the call center operation.

Loan Accounting Officer

Process, record, and reconcile all loan transactions including disbursements, payments, adjustments, and write-offs.

Maintain accurate loan account records in accordance with accounting standards and agency policies.

Monitor loan portfolios to ensure timely payments, identify delinquencies, and support collection efforts.

Prepare monthly, quarterly, and annual financial reports related to loan performance and balances.

Verify loan documentation for completeness, accuracy, and compliance with regulatory and internal requirements.

Reconcile loan ledgers with the general ledger and resolve discrepancies promptly.

Assist with audits by preparing schedules, reports, and documentation for internal and external auditors.

Support the calculation and posting of interest, penalties, and escrow amounts.

Collaborate with loan officers, collections, and finance teams to ensure seamless loan servicing.

Maintain confidentiality and ensure adherence to financial and housing regulations.

Call Center Supervisor – Health Care Insurance

Supervise daily call center operations and support agents handling healthcare insurance inquiries.

Coach and monitor staff to meet quality, accuracy, and service level goals.

Resolve escalated member and provider issues related to claims, benefits, and eligibility.

Ensure compliance with HIPAA, company policies, and industry regulations.

Review performance reports, manage adherence, and support process improvements.

Coordinate with internal teams to resolve recurring issues and enhance service delivery.